Last updated: 7 July 2026

Promoter: Endgame Competitions Ltd
Company number: 17323442
Registered office: 128 City Road, London, EC1V 2NX, United Kingdom
Website: endgamecompetitions.co.uk
Email: [email protected]

1. Purpose of this Policy
1.1 This Complaints Policy explains how customers can raise concerns about Endgame Competitions Ltd.
1.2 This Policy applies to complaints about competitions, entries, payments, account credit, subscriptions, winner selection, prize fulfilment, Free Entry Route entries, responsible play, customer support or Website services.

2. How to Make a Complaint
2.1 Complaints should be emailed to [email protected].
2.2 The complaint should include:
a. full name;
b. registered email address;
c. postal address if relevant;
d. competition name or reference;
e. entry number where relevant;
f. order number where relevant;
g. clear details of the issue;
h. copies of any relevant evidence.

3. Initial Review
3.1 Endgame Competitions will aim to acknowledge complaints within 5 working days.
3.2 Endgame Competitions may ask for further information before investigating.

4. Investigation
4.1 Endgame Competitions will investigate complaints fairly and objectively.
4.2 The investigation may include reviewing account records, payment records, entry data, Free Entry Route records, draw records, platform records, communications, delivery records and verification documents.
4.3 Endgame Competitions may contact third-party providers, suppliers, couriers, payment processors or platform providers where necessary.

5. Response Times
5.1 Endgame Competitions will aim to provide a substantive response within 20 working days after receiving all information reasonably required to investigate the complaint.
5.2 Complex complaints may take longer. Endgame Competitions will keep the customer updated where practicable.

6. Outcomes
6.1 Possible outcomes may include:
a. explanation of the decision;
b. correction of an error;
c. refund or account credit where appropriate;
d. replacement prize or cash alternative where appropriate;
e. redraw where justified;
f. refusal of the complaint where Endgame Competitions considers the complaint unfounded.

7. Draw and Winner Complaints
7.1 Where a complaint relates to a draw or winner selection, Endgame Competitions may review the relevant draw records and platform data.
7.2 If Endgame Competitions considers the draw was valid, the result will stand.
7.3 If Endgame Competitions considers the draw was materially affected by fraud, technical error or data corruption, Endgame Competitions may take corrective action.

8. Escalation
8.1 If the customer remains unhappy, they may request that the complaint be reviewed by a senior member of Endgame Competitions.
8.2 Nothing in this Policy prevents a customer from seeking advice from Trading Standards, the Advertising Standards Authority, the Information Commissioner’s Office, a payment provider or a court where appropriate.

9. Abusive Complaints
9.1 Endgame Competitions will not tolerate abusive, threatening, discriminatory or harassing behaviour toward staff or suppliers.
9.2 Endgame Competitions may restrict communications or suspend accounts where behaviour is abusive or threatening.

10. Updates
10.1 Endgame Competitions may update this Complaints Policy from time to time.
10.2 The latest version will be shown on the Website.